Operations and Performance Analyst

TfGM Greater Manchester (Piccadilly Place); Manchester; Hybrid; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Generous annual leave

Free travel on buses across Greater Mc

Local Government pension scheme

Job summary

Transport for Greater Manchester (TfGM) is recruiting two proactive and analytical individuals to join our Ticketing team as a Ticketing and Retail Operations Analyst. You will provide second-line support for ticketing operations, develop reports and dashboards, and analyse performance data to improve customer journeys across Greater Manchester.

This is a permanent role with a salary of £43,335 – £48,087 per annum, plus generous benefits and flexible/hybrid working arrangements.

Qualifications

• Experience supporting customer-facing systems and services.
• Experience developing and administering operational business processes.
• Experience producing reports and analysing operational performance data.
• Experience providing second-line support and incident resolution.
• Strong Excel skills for data manipulation, analysis and reporting.
• Experience working under pressure and managing competing priorities.
• Knowledge of information security, PCI DSS and GDPR requirements.
• Experience using reporting and analytics tools such as Tableau, Power BI, Google Analytics or SQL.

Responsibilities

• Investigate and support the resolution of ticketing system incidents, working with internal teams and third-party suppliers to maintain high service standards.
• Provide expert second-line support to Customer Services and operational teams.
• Develop, maintain and deliver operational reports, dashboards and analytics that drive informed decision‑making.
• Analyse ticketing, retail and payment data to identify trends, issues and opportunities for improvement.
• Support the management and monitoring of ticketing assets and infrastructure to maximise availability and performance.
• Identify and implement improvements to business processes that enhance customer experience and operational efficiency.
• Develop process documentation, knowledge articles and training materials to support users across the organisation.
• Contribute to the successful delivery and embedding of new ticketing products, services and processes.

Skills

Customer-facing systems

Operational processes

Reporting & analytics

Second-line support

Excel

Working under pressure

Information security PCI/DSS GDPR

BI tools

Tools

Tableau

Power BI

Google Analytics

SQL

Job description

Transport for Greater Manchester (TfGM) is at the heart of transforming how people travel across Greater Manchester. As we continue to develop and enhance our ticketing and retail services, we are looking for 2x proactive and analytical individuals to join our Ticketing team as a Ticketing and Retail Operations Analyst.

This is an exciting opportunity to play a key role in supporting and improving the ticketing systems that help millions of customer journeys every year. You will act as a subject matter expert, providing second-line support for ticketing operations, investigating incidents, analysing performance data and helping to ensure our customers receive reliable, efficient and user-focused services.

We’re looking for someone who is passionate about data, operational excellence and delivering outstanding customer experiences. If you’re someone who combines strong analytical skills with a customer-focused approach and a passion for improving services, we’d love to hear from you.

Your Role

As a Ticketing and Retail Operations Analyst, you will:

• Investigate and support the resolution of ticketing system incidents, working with internal teams and third-party suppliers to maintain high service standards.
• Provide expert second-line support to Customer Services and operational teams.
• Develop, maintain and deliver operational reports, dashboards and analytics that drive informed decision‑making.
• Analyse ticketing, retail and payment data to identify trends, issues and opportunities for improvement.
• Support the management and monitoring of ticketing assets and infrastructure to maximise availability and performance.
• Identify and implement improvements to business processes that enhance customer experience and operational efficiency.
• Develop process documentation, knowledge articles and training materials to support users across the organisation.
• Contribute to the successful delivery and embedding of new ticketing products, services and processes.

Who are we?

This role sits in the Ticketing Team in the Customer & Growth Directorate. We are a diverse, multi-disciplined team driving forward significant change. You will work with a range of colleagues at all levels across TfGM and will report into the Ticketing and Retail Performance and Operations Analyst.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

You’ll be someone who:

• Is passionate about delivering excellent customer outcomes.
• Builds positive relationships and works collaboratively with colleagues and stakeholders.
• Is adaptable, resilient and comfortable working in a fast-paced operational environment.
• Takes ownership and delivers results.
• Is solution-focused and able to make informed decisions.
• Has excellent communication skills and can explain technical information clearly to different audiences.
• Has an interest in public transport and improving services for the people of Greater Manchester.

Essential Experience and Skills

• Experience supporting customer-facing systems and services.
• Experience developing and administering operational business processes.
• Experience producing reports and analysing operational performance data.
• Experience providing second-line support and incident resolution.
• Strong Excel skills for data manipulation, analysis and reporting.
• Experience working under pressure and managing competing priorities.
• Knowledge of information security, PCI DSS and GDPR requirements.
• Experience using reporting and analytics tools such as Tableau, Power BI, Google Analytics or SQL.

What we can offer you

At TfGM you’ll be part of an organisation that is helping shape the future of transport across Greater Manchester. We offer an inclusive and supportive environment where people are encouraged to develop, innovate and make a real difference.

You’ll have the opportunity to work on projects that directly impact customers and communities while developing your own skills and experience within a progressive organisation committed to delivering excellent public services.

This is a permanent role and comes with a salary of £43,335 - £48,087 per annum depending on experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

Supporting Documents

Ticketing and Retail Operations Analyst